Janelle Stark
Kansas City,MO
Summary
Professional with strong background in hospitality front desk agent, front desk supervisor, front office manger and hotel general manager, prepared to excel in guest services and team leadership. Proven track record in enhancing guest experiences, improving operational efficiency, and fostering collaborative work environment. Skilled in conflict resolution, staff training, and multitasking, with flexible approach to dynamic situations. Reliable, results-driven, and adept at maintaining high standards in service delivery. 10 Years of management experience, 40 years customer service experience
Overview
12
12
years of professional experience
Work History
Hotel Front Desk Supervisor
Davidson Hospitality Management
01.2024 - Current
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction 200 - 400 room hotels.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Trained new front desk staff members, improving overall team performance and knowledge.
- Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
- Supervised daily shift changes, ensuring smooth transitions between staff members at the front desk.
- Coordinated with sales department on group bookings, ensuring seamless communication between departments for optimal client experience.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Fostered safe lodging environment with reliable and effective security services.
- Implemented successful strategies to increase customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
Hotel General Manager
O'riley Hospitality Management - Lotus Group
10.2022 - 01.2024
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Collaborated with sales teams on targeted campaigns to increase bookings from corporate clients or group travelers during low-occupancy periods.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Implemented innovative guest amenities to stay ahead of industry trends, distinguishing the hotel from competitors and offering unique experiences.
- Enhanced food and beverage offerings by collaborating with culinary teams on menu development, presentation standards, and pricing strategies.
- Increased customer service ratings through personable service.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Provided exceptional service and assistance to guests upon check-in.
- Created and managed accurate occupancy forecasts and budgets.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Implemented successful strategies to increase customer satisfaction.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Developed and implemented promotional strategies to increase occupancy.
- Fostered safe lodging environment with reliable and effective security services.
Hotel Front Office Manager
O'riley Hospitality Management
03.2022 - 10.2023
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Warehouse Packer Trainer
Poly Tainers
01.2018 - 03.2022
General Maanger - Sonic
Sonic Inc
08.2015 - 03.2017
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Assistant General Manager - Arby's
Arby's
01.2013 - 08.2015
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
Education
Bachelor of Arts - Psychology
University of Missouri. Kansas City
Kansas City, MO07-1997
Skills
- Operations management
- Guest complaint resolution
- Guest services management
- Guest relations management
- Cash handling
- Staff scheduling
- Staff training
- Quality assurance
- Reservations management
- Strategic planning and analysis
- Hospitality
- Outstanding communication skills
Timeline
Hotel Front Desk Supervisor
Davidson Hospitality Management
01.2024 - Current
Hotel General Manager
O'riley Hospitality Management - Lotus Group
10.2022 - 01.2024
Hotel Front Office Manager
O'riley Hospitality Management
03.2022 - 10.2023
Warehouse Packer Trainer
Poly Tainers
01.2018 - 03.2022
General Maanger - Sonic
Sonic Inc
08.2015 - 03.2017
Assistant General Manager - Arby's
Arby's
01.2013 - 08.2015
Bachelor of Arts - Psychology
University of Missouri. Kansas City
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